Client Technical Analyst - Entry Level

Position Summary

Provides primary support to customers encountering problems using the CDK's products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development.

Position Responsibilities & Essential functions

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues

Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry

• Troubleshoots problems with malfunctioning software applications and recommends corrective action
• Directs and guides clients through resolution of technical issues
• Submits requests for product changes and other custom programming updates
• Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
• Attends training courses as required and stay abreast of evolving internal processes and industry developments
• Provides customer service and remote support services and applies problem solving skills
• Works in a team environment and assist team members on various issues
• Provides other ad hoc support and duties as assigned

Works in an environment with competing priorities

Qualifications & Requirements

• High School Diploma

Proficient PC Skills, specifically in Windows and IOS environments

• Knowledge and familiarity with mobile devices (SMARTPHONES/IPADS)
• Ability to document track and monitor a problem/issue to a timely resolution
• Problem solving ability

Strong negotiation skills; strong verbal and written communication skills along with prioritization of duties

PREFERRED ATTRIBUTES & Qualifications

• Experience supporting a software product
• College / University degree
• Bilingual French or Spanish highly desired

Additional Information

We cannot succeed as a world class service company unless we globally attract, motivate, empower and retain exceptionally knowledgeable, talented, and committed associates.

Our associates have a strong work ethic and results-orientation, believe in and support our core values, and reflect the diverse business environments in which we operate. We will offer our associates challenges, opportunities, and advancement in an informal, fast-paced, non-bureaucratic environment that is sensitive to work-family and flexible-schedule issues. We will provide technologies that enable our associates to meet our clients' ever-changing product needs and preferences.

We want each associate to feel like an integral part of a team that is making a discernible positive contribution to CDK's success. Our goal is to be the clear employer of choice for our current and future associates.

We believe that diversity in all aspects of business leads to strength.